Roadside Extra
Welcome to Roadside Extra In choosing RACQ for Roadside Assistance, you ve joined more than a million people in Queensland who count on RACQ for help, day and night. Everything you need to know about the benefits of Roadside Extra is included within this brochure. If you re not sure of some of the terms, you can find them on page 16. RACQ Membership Purchasing Roadside Extra gives you much more than extensive motoring assistance at the roadside; it also makes you a Member of RACQ. Membership is our way of recognising your commitment to RACQ. Whether you were already a Member when you purchased Roadside Extra or you ve just become one you ll be excited to learn more about the additional savings, advice, help, and support RACQ Membership offers. You can find out about these exclusive benefits at racq.com/memberbenefits. About RACQ Formed in 1905 with 12 members, RACQ has grown to become Queensland s largest peak motoring organisation. Our iconic patrols first took the streets in 1925, and have since provided roadside assistance to more than 25 million people. RACQ is a mutual organisation, owned by its members and operated entirely for their benefit. Every day, we look for new ways to streamline and simplify life for members, through world-class roadside assistance and other essential services.
Contents Terms & Conditions... 4 1. Eligibility... 4 2. Who is covered?... 4 3. Waiting periods... 4 4. What is covered?... 5 5. Service limitations...8 Eligible Vehicle...8 Ineligible Vehicles...8 Ineligible Caravans, Trailers and Motorhomes... 9 Eligible Caravans, Trailers and Motorhomes... 9 Limited Service Vehicles...10 Imported Second-Hand Vehicles...10 Motorcycles...10 Service Exclusions...11 6. Other important information...12 Home Repairs...12 Water crossings islands and inland rivers and creeks...12 Non-Serviced or Remote Areas...12 Service Deposit...12 Non-original equipment manufacturer parts...12 Non-standard vehicles...13 Excess use...13 Merchant fees and road tolls...13 Extra costs...13 Liability...13 Reimbursements...14 Refund entitlements...14 Definitions...16 Requesting Roadside Assistance...21 Safety...21 Travelling interstate...22 General enquiries...22 Hearing impaired...22 RACQ Roadside Assistance App... 23 Contact us... Back page 3
Terms & Conditions By taking out this product, you are bound by the terms and conditions below. These are also available at racq.com/roadsideterms and are subject to change without notice. We will use reasonable endeavours to notify you of any changes to the Terms and Conditions by placing a notice on our website. 1. Eligibility Roadside Extra is available as an upgrade option only to those Members eligible for Roadside, on the condition that the Nominated Vehicle is both registered and in a sound condition. Roadside Extra is available only to Members who provide details of their Queensland drivers licence and are permanent residents of Queensland. 2. Who is covered? Your Roadside Assistance product entitles any Driver of your Nominated Vehicle to Roadside Assistance after a breakdown.* In all cases, Roadside Extra Entitlements will only be provided if the Driver is a permanent resident of Australia. RACQ may request that the Driver provide evidence of this. Where evidence cannot be provided RACQ may require the Driver to pay for the relevant Entitlement. RACQ reserves the right to decline any application or renewal to Roadside Extra at any time. This includes decisions regarding access to your Entitlements. *Members who are at the Gold or Gold50 loyalty level or in the second year of the free2go program are eligible to receive Personal Roadside Assistance at the Roadside level. 3. Waiting periods A waiting period of 24 hours within payment of Roadside Extra will be applied to all Entitlements. It is your responsibility to inform RACQ promptly of any change in their details, including residential address, Nominated Vehicle and other relevant information. These details may affect your Entitlements. 4
4. What is covered? If your Nominated Vehicle won t go or stops due to mechanical or electrical problems, we ll try to get it mobile again for you. If we can t, we ll have it towed within your Entitlements. From that point any repairs are at your discretion and cost. Please note, Entitlements will not be provided for a problem that pre-existed or occurred within an applied waiting period. Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance. Where a Breakdown occurs in a Remote Area RACQ may be able to assist; however, any services provided will incur an additional expense. Any Specialist Equipment and/or additional labour for the Entitlements set out overleaf may be at the Driver s cost. 5
Benefits Roadside Entitlements What is covered Call Outs Yes You are entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program. See page 13 for further details. Roadside Assistance Towing Attendance up to 65km. Up to 35km, or up to 65km en route to the attending RACQ Service Provider s premises. Attendance is provided to your Nominated Vehicle, from the Attending RACQ Service Provider s Premises to the point of Breakdown, at no charge, within your attendance Entitlement. If the Nominated Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer. Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Provider s premises or intermediate location en route in accordance with your Entitlements. Deviation from the direct route on return to the RACQ Service Provider s premises may incur additional fees. This Entitlement is for one tow per breakdown at no charge. A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge. Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout. Please see page 9 for details on towing entitlements for Eligible caravans and trailers. Flat Battery Yes If your Nominated Vehicle s battery is flat we will provide a jump start, or when required, supply a RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Nominated Vehicle. RACQ do not fit non-racq batteries. 6
Benefits Emergency Fuel Assistance Roadside Entitlements RACQ will attend. What is covered Should your Nominated Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel. The fuel is provided at the Driver s cost. RACQ will provide sufficient fuel to enable the Nominated Vehicle to be driven to the nearest fuel station. In circumstances beyond RACQ s control, such as a fuel strike, RACQ may be unable to provide this benefit. Lockout Yes Where you have locked your keys in the car RACQ will provide attendance to open your Nominated Vehicle up to your Entitlements. Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing. In the event of lost keys, damaged locks, or when we are unable to open your eligible Nominated Vehicle, the service of a locksmith can be arranged at the Driver s cost. Wheel Changing Bogged Vehicle Yes RACQ will attend. In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Nominated Vehicle s Roadworthy spare. Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy-duty jack. Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged. If your Nominated Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. If Specialist Equipment or additional labour is required, this will be at your expense. 7
5. Service limitations The decision as to whether Services can be provided for a particular vehicle will be at RACQ s discretion. Ensure you read section 6 for other conditions, limitations and exclusions that may apply to the Services RACQ provides in certain circumstances. Eligible Vehicle Any motor vehicle or motorcycles which meet the following criteria: (a) Used for private purposes only (b) Registered (c) Roadworthy (d) Does not exceed 4 tonnes GVM (weight) (e) Does not exceed 5.5 metres in length (f) Does not exceed 2.3 metres in width (g) Does not exceed 3.3 metres in height (h) Not an Ineligible Vehicle (see below). Ineligible Vehicles RACQ does not cover motor vehicles or motor cycles that are: (a) Ineligible vehicles as defined below (b) Taxis, limousines and other private rental hire vehicles (c) Rental vehicles (d) Vehicles being operated for any commercial use whether personally or as part of a business (e) Vehicles offered for sale by licensed motor vehicle dealer (f) Unregistered vehicles or vehicles on a day or temporary registration permit (g) Registered and unregistered tractors and farm equipment (h) Vehicles involved in or being tested for any form of racing or motor sports (i) Already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider, or undergoing mechanical or electrical repairs at your premises (j) Classic Vehicles as defined on page 16, or (k) Other vehicles as determined from time to time, details available from RACQ. RACQ does not cover vehicles that exceed one or a combination of the following: Vehicles over 4 tonnes GVM (weight) Trucks, buses and other heavy vehicles Motorised homes over 4 tonnes Width exceeding 2.3 metres Height exceeding 3.3 metres Length exceeding 5.5 metres. 8
Ineligible Caravans, Trailers and Motorhomes RACQ does not cover Caravans, Trailers and Motorhomes that: (a) Are used as a permanent place of residence. A Caravan that has been situated at one location for more than four weeks may be deemed as being a permanent place of residence (b) Exceed 4 tonnes GVM (weight) (c) Exceed 5.5 metres in length, including drawbar for caravans (d) Exceed 2.3 metres in width (e) Exceed 3.3 metres in height (f) Use a fifth wheel (semi-trailer hitch), or (g) Are unregistered or rental Caravans, Trailers or Motorhomes or those on a day registration permit. Eligible Caravans, Trailers and Motorhomes You are entitled to receive the Entitlements set out in these terms and conditions for Eligible Caravans, Trailers and Motorhomes. Where your Eligible Caravan, Trailer or Motorhome requires towing, RACQ will only be able to assist where your Running Gear is in a serviceable condition for Towing. Where Specialist Equipment or excess distance is required, you will be required to pay the additional cost. If the caravan or trailer being towed by the Nominated Vehicle experiences a minor mechanical or electrical breakdown, an RACQ patrol will attend within your Entitlements. If the caravan or trailer requires towing, RACQ can help arrange this at the Driver s expense. If the Nominated Vehicle requires towing while it is towing a caravan or trailer, the caravan or trailer will be towed under the same conditions as the Nominated Vehicle, to the same destination, providing that it can be towed behind the attending tow truck. There may be some areas where an RACQ Service Provider is not able to offer assistance on a Caravan and you may need to pay for the Service cost or claim reimbursement up to the limit of the benefit (see Reimbursements on page 14). To be considered eligible, your Caravan, Trailer or Motorhome must meet the following criteria: (a) Registered (b) Roadworthy (c) Does not exceed 5.5 metres in length, including drawbar for caravans (d) Does not exceed 2.3 metres in width (e) Does not exceed 3.3 metres in height (f) Does not exceed 4 tonnes GVM (weight) (g) Not an Ineligible Caravan, Trailer or Motorhome (see above). 9
Limited Service Vehicles Where your Nominated Vehicle, Caravan, Trailer or Motorhome is classified as a Limited Service Vehicle (refer to page 17), services and Entitlements will be limited. Limitations include: Service Battery Changes Jump Starts Lockouts Towing Limitation Batteries cannot be fitted to or serviced in Limited Service Vehicles where there is limited access to the battery or substantial removal of vehicle panels is required. Jump starts may be provided, up to 24-volt boost start only, providing only one battery is unserviceable. Lockout assistance may be limited. No towing entitlement. RACQ will endeavour to arrange towing subject to tow truck availability, at your additional cost. No vehicle recovery towing Entitlement. Wheel Changes Wheel changing assistance may be limited, and may incur an additional fee. The vehicle s wheel nut spanner and jack (heavy duty, if required) must be provided. Imported Second-Hand Vehicles The Entitlements set out in this brochure apply to Imported Second-Hand Vehicles, subject to the following: RACQ will not locate and transport urgent spare parts; however an RACQ consultant may be able to put you in contact with a parts supplier. Motorcycles Motorcycles requiring roadside assistance Services may experience delays in some country areas, depending on the availability of equipment. 10
Service exclusions While RACQ will endeavour to assist you in all circumstances, RACQ, at its sole discretion, reserves the right to refuse to provide Services. In addition to those limitations already set out in these terms and conditions, Service does not include: (a) Assistance where less than 24 hours has passed since you purchased Roadside Assistance (b) The damage is caused by an Insurable Event (c) Services associated with broken windscreens or windows (d) Your vehicle is an Ineligible Vehicle or an Ineligible Caravan, Trailer or Motorhome (e) Your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider (f) The supply of spare parts or tyres (g) You require maintenance or general mechanical repairs, including temporary repairs to steering, brakes or other safety components. In such cases Service will be extended to towing the vehicle to a place of repair within the distance entitlements. Anything in excess of that distance will be charged to the Driver (h) Transportation of passengers beyond the safe carrying capacity of the towing vehicle (i) RACQ has already provided a service in respect of one Breakdown, excluding the Gold and Gold50 member entitlement of a second tow at no charge up to 20km (j) Vehicles that have become bogged or disabled on a beach or in a bushland area (k) Unexpected events such as storms, floods or other unexpected events prevent us from assisting you (l) Assistance where the Breakdown site is on gazetted 4WD tracks (m) The transport of pets or livestock (n) Vehicles that cannot be accessed by 2WD patrol or recovery vehicles (o) Any vehicle that has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing (p) In the event of lost keys, or unserviceable/damaged steering locks. In some instances, RACQ may provide a referral service to specialists who may be able to assist in the above situations at the Driver s cost. 11
6. Other important information Home Repairs If you attempt to do mechanical or electrical work on your Nominated Vehicle and it won t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, provide a tow of 20km in any direction to a repairer at no charge, providing that the vehicle and associated components are entirely intact. Any towing above this entitlement will incur an additional cost. Water crossings islands and inland rivers and creeks RACQ will provide assistance on selected islands only, subject to availability. For a list of current islands please contact RACQ on 13 1111. RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed: Jardine, Daintree, Bloomfield and Mossman. Where RACQ is able to assist you and incurs additional costs in providing Services to you on an island, for example, barge, ferry or additional towing costs, you will be required to pay any additional costs RACQ incurs in accessing the Breakdown site. If you break down in a location where RACQ is unable to assist you, RACQ may be able to refer you to a local service provider. Non-Serviced or Remote Areas If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost and claim reimbursement up to the limit of the Entitlement (see Reimbursements on page 14). Service deposit If you require Services on your Nominated Vehicle and your entitlement cannot be verified, then RACQ may require you to pay a deposit. This deposit may be refunded if RACQ is able to verify your entitlement. Non-original equipment manufacturer parts Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer s specifications for your vehicle and the relevant Australian Standards. 12
Non-standard vehicles The sizes and weights noted in this brochure include any accessories or equipment fitted on or to your vehicle and any modifications made from the standard specification. Excess use Where you request Services more frequently than RACQ considers reasonable, RACQ may request that you ensure that your Nominated Vehicle is placed in sound mechanical and Roadworthy condition. RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee. For more information visit racq.com/excessuse. Merchant fees and road tolls RACQ will not charge you any merchant fees, credit surcharges or road tolls where it is providing Services in accordance with your Entitlements. This waiver of fees will not apply where RACQ is providing Services outside of the Entitlements. Extra costs In addition to those costs set out in this brochure, extra costs for transport from an RACQ Service Provider depot or repairer to motel premises, rental vehicle depot or any other locations will be your responsibility. Any repairs provided that incur an additional cost will be at your expense. Liability Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider. RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. Insurance coverage cost and risk are entirely your responsibility in all circumstances and you agree to indemnify RACQ and any RACQ Service Provider against any loss, damage or claims. 13
Reimbursements Where RACQ is unable to provide an Entitlement to you, you may apply to RACQ for consideration of an ex gratia payment. Your application should include all relevant details, accompanied by the original receipt covering payment, be signed by you and submitted within 90 days of the call for Services. This correspondence can be addressed to: RACQ Group Member Relations PO Box 4 SPRINGWOOD QLD 4127 Refund entitlements Any Roadside Assistance or other fees paid to RACQ and RACQ Service Providers are not refundable. 14
7. Definitions Attending RACQ Service Provider s Premises The location where the RACQ Service Provider providing the requested Services operates their business. Breakdown Your Nominated Vehicle is immobilised due to mechanical or electrical fault, not including an Insurable Event. Caravan A two-, four-, or six-wheeled registered vehicle that is towed by your Nominated Vehicle, and includes a pop top or camper Trailer, and is not an Ineligible Caravan, Trailer or Motorhome. Classic Vehicle A vehicle of any make manufactured prior to 1945, or a vehicle registered under the Special Interest Vehicle Scheme, as issued by Queensland Transport. Constructed Road/Driveway A Government-gazetted road or driveway which is accessible under all weather conditions by a two-wheel drive motor vehicle. Driver A licenced person (including a Member) who is travelling in the Nominated Vehicle and who requests Services following a Breakdown. Eligible Caravan, Trailer or Motorhome Any Caravan, Trailer or Motorhome that is covered for RACQ Roadside Assistance. See criteria for Eligible Caravans, Trailers or Motorhomes on page 9. Eligible Vehicle Any motor vehicle or motorcycle that is covered for RACQ Roadside Assistance. See criteria for Eligible Vehicles on page 8. Entitlements The service allowances and limits applicable to your roadside assistance product which are set out in this brochure. 16
free2go A youth program that offers free and discounted Roadside Assistance to students completing Year 11 and Year 12 at a Queensland school as published by the Department of Education and Queensland residents aged 16, 17, 18 and 19 years. Home The Driver s principal place of residence in Australia. It is your responsibility to inform us of your correct residential address. Proof of this may be required at the time of claiming benefits. If you reside at a location for four weeks or more, this may be classified as your permanent place of residence. Imported Second-Hand Vehicle New or used motor vehicles and motorcycles legally imported from another country through channels other than the maker s official distribution system. Ineligible Caravan, Trailers and Motorhomes Caravans, Trailers and Motorhomes that are not covered by RACQ Roadside Assistance. See the criteria for Ineligible Caravans, Trailers and Motorhomes on page 9. Ineligible Vehicle Vehicles that are not covered by RACQ Roadside Assistance. See the criteria for Ineligible Vehicles on page 8. Insurable Event Damage to a vehicle of any type which is, or could have been, covered by a motor vehicle insurance policy, including but not limited to accident, fire, flood, theft and/or slashed tyres. Intermediate Location A location along the most direct route from a breakdown site to the Attending RACQ Service Provider s Premises. Limited Service Vehicle Limited Services apply where the vehicle is one or a combination of the following: Gross Vehicle Mass (weight) Length Width Height 3.0 tonnes or greater 5.5 metres or greater 2.3 metres or greater 2.0 metres or greater. 17
Member A person or business that holds Membership in RACQ. Membership Represents a Member s stakeholding in RACQ. Metro Area Areas within the greater Gold Coast, Brisbane or Sunshine Coast regions. Nominated Vehicle An Eligible Vehicle with registration details listed on a Roadside Assistance policy. Personal Roadside Assistance A member with Roadside Assistance who is entitled to receive Service for: (a) Any Eligible Vehicle that they are travelling in, and (b) Any eligible Driver of the Nominated Vehicle. RACQ Service Provider A person engaged by RACQ to provide Services. Reciprocal A Member or Driver will receive the entitlements that the interstate Automobile Club/Association would normally provide to their Members. Entitlements will vary from state to state Recovery The transportation of your Nominated Vehicle to another location using a conventional car carrier. Remote Area Any area where roadside assistance cannot be provided from an RACQ Service Provider or Service Provider affiliated to an interstate Automobile Club/Association. Roadside The standard level of Roadside Assistance provided to you in the event that your Nominated Vehicle breaks down. Roadside Assistance The suite of products offered by RACQ, including Roadside, Roadside Extra, Plus Care, Ultra Care and RACQ Ultimate which provide various levels of Service entitlements. 18
Roadworthy Roadworthy as defined by relevant Queensland legislation. Running Gear The Caravan or Trailer s axle and wheel assemblies, springs, draw bars and couplings. Service/s Attendance at your request where the Nominated Vehicle has suffered a Breakdown, or any one or more of the other services outlined in this document. Specialist Equipment Equipment not normally operated by or made available to an RACQ Service Provider, or equipment normally operated by an RACQ Service Provider where the use, or method of use, is not normally associated with the provision of the Services. Trailer A two-, four-, or six-wheeled registered boat, horse or dog trailer or any other type of trailer towed behind your Nominated Vehicle, where the Trailer is not an Ineligible Caravan, Trailer or Motorhome. 19
Requesting Roadside Assistance If you require assistance, please: a) Call 13 1111, or b) Use the RACQ Roadside Assistance App (see page 23 for details). You can count on us 24 hours a day, 7 days a week wherever you are in Australia. Having the following details ready will help us provide you with service over the phone as soon as possible: Your details (including make, model and registration details for your vehicle) Membership card number Your location (find the nearest street corner or a landmark that we can use to determine where you are), and A contact number such as the mobile number of the Driver or passenger with the vehicle. Safety RACQ Safety Advice for when broken down. Activate hazard lights Move behind safety barrier and remain clear of roadway, if safe to do so at your location If you remain in your vehicle, fasten your seatbelt RACQ urges you to consider your safety and your passengers safety while waiting for attendance at your location. RACQ is committed to providing safe and efficient roadside assistance to all Members following a breakdown. Due to the nature and location of some Breakdowns, your vehicle may need to be towed to a safe location before an RACQ Service Provider can assess it. It is important to listen and be guided by this person to ensure the safety of you and any passengers RACQ, at its sole discretion, reserves the right to not provide roadside assistance Services in any situation. This may include where RACQ cannot access your Breakdown location due to safety concerns. Should this happen, we can assist you by contacting the appropriate authorities. 21
Travelling interstate As well as our extensive network of Queensland Service Providers, we have Reciprocal arrangements with affiliated interstate automobile Clubs. So wherever you are in Australia, help is only ever a phone call away. In the event that your Nominated Vehicle requires towing, this will be provided at no charge up to the entitlements of the Reciprocal Club s basic roadside assistance option. In this case, you may be required to pay the extra towing up front and seek reimbursement up to your entitled limits from RACQ upon return to Queensland with original receipts. General enquiries For enquiries not related to a request for roadside assistance please call 13 1905. Hearing impaired Hearing impaired Members can use RACQ s Roadside Assistance App (see page 23) or SMS RACQ to request roadside assistance: Metro areas (Cairns, Townsville, Brisbane and Gold Coast): SMS 0428 13 1111 or All other locations: SMS 0427 13 1111. Members with a text telephone or text typewriter can contact RACQ on the following numbers for roadside assistance: TTY 07 3248 2074 or TTY 1800 623 101. When the RACQ Consultant has confirmed what will happen next, wait with the vehicle at the agreed pickup point. Please be aware that if you are not available when the attending RACQ Service Provider arrives, they will wait only a short period before proceeding to the next job. 22
RACQ Roadside Assistance App With RACQ s Roadside Assistance App you can request help at the tap of a button, wherever you go. With the app, you can: Submit assistance requests directly through the app; no need to call unless it s an emergency Automatically detect your location using GPS Track the status of your job even if submitted by phone* See your patrol operator s location as they approach* Friends and family can also track where you and the approaching patrol operator are* Rate our service once the job is complete. *Tracking available for select regions only 23
Contact us For further information or assistance contact us 24 hours every day on 13 1905, visit racq.com or speak to one of our friendly staff at your local RACQ store. 13 1905 > in store > racq.com 24 hours every day RACQ Operations Pty Ltd ABN 80 009 663 414. As agent for The Royal Automobile Club of Queensland Limited ABN 72 009 660 575. KIT04_0417